New

Customer Experience Specialist

TEKsystems
$24.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Pasadena
Feb 03, 2026
Job Posting - Customer Experience Specialist I Overview The Customer Experience Specialist I is an entrylevel customer service role supporting Consumer Direct Lending. This individual serves as the primary consumer contact, guiding applicants through the loan origination process after their licensed discussion with a loan officer. The role is a key contributor to ensuring efficient and effective processes that align with business and customer service objectives. Responsibilities may be focused within a specific function/channel or span across functions/channels within the Mortgage Fulfillment Division (MFD). Responsibilities * Receive and place inbound/outbound calls to consumers * Manage inbound text messages (with consumer consent) and facilitate outbound text communications * Answer highvolume calls and texts from current customers in a timely manner, delivering exceptional service for mortgage loan inquiries and requests * Effectively manage a pipeline of up to 75 loans * Perform routine data entry and validation tasks * Handle routine calls, emails, and chat responses with PennyMac employees, consumers, and authorized third parties * Monitor work queues and intervene as needed to maintain workflow efficiency * Conduct preliminary research to accurately address customer inquiries * Escalate complex issues to supervisors when necessary Core Skills * Customer Service & Support * Data Entry & Documentation Accuracy * Loan Processing & Loan Origination (Encompass) * Call Center Operations (Inbound/Outbound) * Mortgage Lending & Financial Services * Customer Communication & Problem Resolution Qualifications * Mortgage and/or financial services call center experience preferred * Bilingual (Spanish) a plus, but not required * General understanding of Federal, State, and Local mortgage regulations preferred * Strong attention to detail with the ability to work independently and as part of a team * Proven ability to deliver timely and accurate information in a fastpaced environment * Excellent critical thinking, problemsolving, and mathematical skills with sound judgment * Effective time management skills to meet deadlines * Strong written and verbal communication skills * Negotiation skills with the ability to resolve customer issues effectively * Proficiency with computers and mainstream applications (Microsoft Office, Google Suite, etc.) Job Type & LocationThis is a Contract to Hire position based out of Pasadena, CA. Pay and BenefitsThe pay range for this position is $24.00 - $24.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Pasadena,CA. Application DeadlineThis position is anticipated to close on Feb 6, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.